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Medicare 2020


Protopage Customer Services

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Job Specification

NHS England and NHS Improvement, 3 Piccadilly Place, Greater Manchester

As a Complaints Administrator , the post holder will work as part of a dynamic team in delivering an effective service supporting managers and staff in managing complaints. In particular the post holder will provide and coordinate administrative and secretarial services; including for example, the ...

Perfect for BramIT for the next 10 years.....

Find out about Test and Trace Team Leader roles here. Find out about Clinical Contact Caseworker (Track and Trace) roles here.

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Complaints Administrator

Job Reference: 990-1-EI2115-NW

NHS England and NHS Improvement
3 Piccadilly Place, Greater Manchester
£21,892 - £24,157 per annum

Our Organisation

NHS England and NHS Improvement came together on 1 April 2019 as a new single organisation. The NHS Long Term Plan focuses on delivering integrated care to patients at the local level and we can best support the NHS to deliver this as a single integrated organisation.

Our new operating model represents a strong shift to regional delivery supported by expert corporate teams. Local health systems are supported by our integrated regional teams who play a major leadership role in the geographies they manage.

We are jointly committed to creating and maintaining a fair and supportive working environment and culture, where contributions are fully recognised and valued by all and staff feel empowered to carry out their duties to the best of their abilities. As employers we are committed to promoting and protecting the physical and mental health and well-being of all our staff. This underpins our values as set out in the NHS Constitution, supports us to be an Employer of Choice and ultimately enables our employees to support the effective care of our patients.

As a Complaints Administrator, the post holder will work as part of a dynamic team in delivering an effective service supporting managers and staff in managing complaints. 

In particular the post holder will provide and coordinate administrative and secretarial services; including for example, the preparation of agendas and minutes, taking appropriate follow-up action as required. Supporting the team with the management of complaints (including holding a small caseload of non-clinical complaints), gathering information and undertaking enquires as and when is necessary for the head of department, teams and the department. 

The Complaints Administrator provides a triage service on behalf of the Regional Complaints Team in terms of all new incoming work into the team. They provide a “front of house” service to complainants, service providers and all stakeholders. They oversee standardised elements of the complaints process including acknowledgement, consent, records management, liaison with the Parliamentary and Health Service Ombudsman regarding requests for files. They will ensure that the CRM database is up to date and any contact and/or activity relating to a complaint is contemporaneously documented in the system (with attachments when relevant). They may be required to attend face to face meetings on and off site with patients, complainants and providers in order to facilitate local resolution. This could be at any stage of the complaints process.

Delivering High Standards 

To ensure the provision of a quality complaints service to the standards outlined in the Complaints Quality Framework and in keeping with the PHSO’s principles of good complaints handling and ‘My Expectations’ Promoting equality and reducing inequalities

To create an inclusive working environment where diversity is valued, everyone can contribute, and everyday action ensure we meet our duty to uphold and promote equality. Working with others

To work with external stakeholders and partners including commissioned services to provide a quality complaints service to our customers

To work in partnership with others and as part of cross directorate teams to deliver successful outcomes.

To coordinate activities of other officers in the awareness of the business agenda with specific reference to communication of directorate and corporate activities . Developing an excellent organisation

  • To support the organisation’s ways of working, model its values and champion the
  • Provide specialist secretarial/administration support and advice to the teams and/or Sector to support a number of initiatives by:
  • Taking telephone calls for others in the department when they are out and expected to use their initiative when dealing with phone calls and messages.
  • Managing the electronic diary for the department, including arranging and changing appointments, prioritising these as appropriate.
  • Ensure all urgent and/or sensitive and confidential communications are received and distributed from/to relevant parties in a timely manner. This includes sensitive information about performers as well as confidential information about patients – this could information that is part of a serious incident or campaign
  • Organising and planning events as directed, providing all necessary supporting in local materials.
  • Supporting teams in complaints management and participating in department events.
  • Required to input, monitor and check data produced and required for reporting on case and performance management but also for ensuring learning about themes and trends in complaints
  • Supplying the relevant information required for financial management, supporting the head of department and teams by checking and sending invoices for payment. Responsible for ordering stationery and consumables for the department, ensuring they are kept securely.
  • Developing and maintaining effective electronic and paper filing systems, to ensure that information is kept securely and is accessible to other members of the team.
  • Preparing agendas, taking minutes and distributing notes of meetings
  • including typing up of group discussions and interviews as necessary.

Supervises staff in day to day activities as directed, allocating and checking work as necessary.

Working together with other administrators/PA’s to provide an effective network of communication including dealing with visitors to the base and being flexible to cover other administrators’ general duties on the base.

Providing guidance and advice on relevant policies and procedures.

Participate in Research and Development activities as directed. 

  • The Regional Complaints Team manage a caseload of formal complaints predominantly about primary care health services (as the commissioner of those services)
  • The Team is responsible for ensuring compliance with the Local Authority Social Services and NHS Complaints Regulations 2009 and working within NHS England’s Complaints Policy
  • The Team aspires to deliver NHS England’s Quality Framework for Complaints Handling
  • The Team works with both the complainant and the service provider to try to resolve all complaints satisfactorily
  • The Team uses the CRM complaints management system, in a contemporaneous manner to permit case and performance management reporting and also learning from themes and trends arising in complaints
  • The Team works together to ensure a timely, yet quality response is provided to the complainant
  • The Team is responsible for ensuring proactive and regular communication occurs with the complainant and service provider
  • The Team recognises it is part of one organisation and works with the national team in Patient Experience and the Customer Contact Centre to continuously improve the service provided including participating in a Peer Review process

The Team will be part of positive and engaging relationships with key stakeholders including CCGs and the Parliamentary and Health Service Ombudsman and will also co-operate in either leading on, or being part of, multi-agency complaints.


Our commitments to you

We are passionate about creating an inclusive workplace that promotes and values diversity. We know through experience that different ideas, perspectives and backgrounds create a stronger and more creative work environment that delivers better patient outcomes. We welcome applications irrespective of people's age, disability, gender identity and gender expression, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances. We have policies and procedures in place to ensure that all applicants are treated fairly and consistently at every stage of the recruitment process, including the consideration of reasonable adjustments for people who have a disability.

Applications are welcomed from applicants who wish to apply for a position on the basis of a smarter or flexible working arrangement. Where candidates are successful at interview, such requests will be taken under consideration and accommodated where the needs of the service allow.

Please note that we currently do not accept applications via CV or recruitment agencies.

The NHSBSA is responsible for the processing of your application; a privacy notice is attached to advise you on how we will process your personal data.

After applying via NHS Jobs, your submitted application will be imported into our preferred third-party recruitment system. All subsequent information regarding your application will be generated from If you are appointed to a post, information will also be transferred into the NHS Electronic Staff Records system.

You will not be able to track the progress of your application or receive messages through NHS Jobs, and furthermore, as an employer, we will not be able to respond to any e-mails sent to us via NHS Jobs. If you have a query relating to your application, please contact the recruitment team on or 0300 330 1369.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Tier 2 Certificate of Sponsorship

Applications from job seekers who require current Tier 2 sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EU/EEA candidate is available to take up the post as the employing body is unlikely, in these circumstances, to satisfy the current Resident Labour Market Test which will be in place until the end of December 2020. UK Visas and Immigration requires employers to complete this test to show that no suitably qualified EEA or EU worker can fill the post. For further information please visit the UK Visas and Immigration website.

From 6 April 2017, Tier 2 skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement.

Guidance can be found here Criminal Records Checks For Overseas Applicants

Read Me

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Hello World!

My name is BramIT I have lots of complaints against the NHS like the time they crippled me for three years and stopped me running by conducting a procedure to remove a cluster of verrucae in my heal by burning them all out with an electrode when they had the option to remove them individually over a period of time. The hole left was about the size of a five pence piece and was red raw. I had to make an insert for my shoe to keep me from waking on it. At the time of the operation I was Hyper Fit I went running every night. Played football, cricket, tennis, squash, went swimming and did the gym - it all had to stop and I pit on three stone in weight.

It is now 4 am in the morning my start of day - I have slept for 4 hours - I will work till 9:30 am - after breakfast then go to bed for the day to avoid the chaos and the madness. For I am in a mental institution accused of being bipolar when what I do have is the odd occasion of hyper anxiety when projects go off track of I say lose my keys. For my house is like a war zone - full of stack of paper and projects for I must keep busy to stay sane.

You see my son died - he committed suicide the day after he saw Manchester mental health about his anxiety - they said that he could not have the crisis number because his doctors were in Stockport. They said he was just fine and to KEEP TALING THE TABLETS …..... Mental health have a thing about tablets !!!!  I went to Tesco and purchased a Project Management kit for him - diaries / books / pens / markers costing £60 and told him to book a holiday in Greece and if he were ever to do anything stupid I would follow him. He did - he died so I am contracted to do the same one day !!!

I was sectioned for doing my job - Dta protection - I wrote a very strong letter to the crisis team in Levenshulme about Software piracy on their premises and data protection in a local internet café.

I had gone into crisis due to stress of losing a £120,000 per month contract and my systems house needed gutting. So I took my computers into l;evenshulme for 4 days whilst workmen did my gose up.

I used the facilities to draw network diagrams on the white board and invent symbols to represent distributed processing based on Tolkien's Ruins. Interoperability / Convergence / Polymorphism and Inheritance and collaborative working were the main ones.

One Icon was based on the letter H for a fire hydrant - one the sum to infinity - one the letter I for AI....

All gone when I was whisked away by the police.

The network diagram is simple to imagine - it is a network of Oil Rigs connected by the top of the stack with interconnected internal zones - set in groups but with individual Lonestar pylons like this site.

I call my structure now Extranets / InfoNets / LonestarNets / SuperNets and HyperNets for I am said to be Hyper because I talk fast and talk in mind maps with multiple projects going on at the same time.

My current projects are Xenophone - Home Working / Minerva - Procedure Manuals / Genesis - Note Taking / Socrates - Report Writing / Apollo - Communications / Mayflower - Application Development / Phobos - Flowcharting and Demos Excel Spread Sheets. Layered yup to make Erasmus - A SYSTEM.

Documented by Cyclopse / UML LITE and Calypso - Protopage Cyclopse data model.

All really great stuff - leading edge - will change how systems are built being user driven / home working of effective staff - NOT MANAGER - the focus being OIS (Operational Systems - Not MIS (Management Rottweiler Systems) - I have just spent 5 years at UNICOM / Verastar trying to get my line manager to flowchart my job. The response being - other people don't need it. The issue at Verastar was there were two exits to a process and the decision tree as to what pathway you took through the process was huge

In 2015 I wrte a report to senior management saying that there would be major issues in the team of high staff turnover and moral if nothing was done - the report was called signatures. The excuse came back that the IT department were busy and that we had no budget. So I wrote it myself in javascript,

When I asked for the outcomes of the switch case command I was denied it - again - you don't need it - others manage without it. I was on to a losing battle - just keep your head down and play moron was my tactics for many years in the knowledge that I was getting great job satisfaction at home.

I did take notes home and created a home server for them - but my son ….bless him …. threw them all away saying if they treat you like that just do the 9 to six and focus on your golf at home. He logged me into his American Golf University and asked me to do his academic work for him - he just wanted to have fun / play golf in the net at work - on the trackman and do club sales. He had no interest in management he had his Flip Recipe Music Label to Run - his albums to make and his friends to promote - Unilab wanted to offer him a contract but he was not interested - he just wanted to have fun. 

I did ask his cousin Tony Bramwell who was involved with the Beatles to help - Tony was a DJ on Totnes radio at the time - he gave some lame excuse about not knowing the industry now. Tony has a book out about the life with the Beatles - he still scrounges of their name. In the book he writes badly of his own father - I have no time for the man - I see he is active on Facebook but we never communicate.

Anyway my next complaint about the NHS is that in 14 years of being under home treatment they refuse to look at the hundreds of websites that I have and my Panic Button Project for Greater Manhester Police. You see I used to work for the police but had to leave because their system had no chance in hell of working and ran the risk of a total collapse due to bad change control procedures - I put a year in to resolve an error backlog 4 inches thich - and to write a partial strategy report to get them out of the mess tthey were in - but I kept my TDD - Test Driven Development Strategy of stripping out test records from the active production database to create a micro system that ran in minutes rather than many many hours.   It was a secret that I kept to myself when I went to Sodexo - they were worse off than the police and me and the manager Steve Leader - Ex Police had words about integrity and responsibility to the company. I produced an error report 5 feet high and was told not to publish it as it would embarrass his team...……  SL only technical skill was to clone website and rebrand them Sodexo for training purposes - we were not the same animal - I develop under Design House at home so I maintain intellectual rights.

Enough said...….

I am really trying to protect the NHS - the Paris system is killing nursing - nurses ara sat at terminals all day with no communication to the patient - who knows what they are writing about - they are probably writing that Alan has a sleep problem he is up all night - without taking note that during the day when checks happen I am sleeping to keep away from the maddening crowd.

It really bugs me that there is no internet in my room and that I have to work nights to use the lounge.

I have been assaulted by Stacy since coming into ward - he is onto my case 24/7 when I see him. I have to threaten him to keep him at bay - he assaults people and is really really nasty. 

Which brings me to the third complaint - what are the NHS doing about my assault - it is two weeks now I have not had a witness statement and I keep asking for an incident report number / when the police will arrive. I was attacked in Bolton Beech ward over a bunch of bananas - a violant man was wrecking the place asking for food so I gave him bars of chocolate - next day he had a large bunch of bananas meant for the patients so I asked for one -- I was hit / grabbed by the throat - pushed down into a chair and was spat at. Then for days he persued me, The Police were eventually called but it was too late he had been moved off ward. The same might happen to Stacy. I now have some sort of internal bleeding - I have had cancer - I am very worried and anxious but am getting good treatment and I am now paying myself a wage to try to work with ward Manager as a Community Guardian to get the ward back to the Tranquil place it was in 2007 when I got active introducing user group meetings for PALS and SMUG - South Manchester User Group.

Mental Health has become my drive in life. Because of the number os suicides that I have had in my family - because my nephew has difficulties and I employ a friend who had head injuries after a car crash that killed his friend - not to mention the work shy son of my ex girlfriend who was disabled and I cared for.

I love being a Community Guardian for Manchester City Council - It is a shame that there is no management to report to - I really must write ti Andy Burnham / Sir Richard Lees to complain - I have been without management for over 16 years - in which time I have established  a data centre and have worked for Manchester Education Department.

I love life - I love Manchester - what Manchester does today - the world does tomorrow.

Todo lists

Todo list

Plan / Plot / Have Fun..........
Buy eggs
Buy milk




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Stacey  has assaulted  patients on Bronte Ward Wythenshawe hospital and continue to upset / harassing people racially and  sexually.

This is causing increased levels of violence on the ward by passive people trying to defend themselves.

This is having a detrimental effect on patients records which is unacceptable.

The partition to have Stacy removed form ward now contains 4 signatures and is championed by 
James Dorrian (BSC)(PHD)

I myself was bed ridden for 3 days after an assault and am awaiting tests for internal bleeding.

Black Swan